Nowadays, the best call center software is more than just telephony. You can keep detailed records of every interaction in a CRM and analyze your performance, adapting your sales funnel as needed. As a rule of thumb, the fewer platforms you're working with, the better. For every integration or every new tab open on your browser, there's more of a chance for confusion, lost information, and tech complications.
We would always recommend consolidating all your apps, from call center software and social media management to project and HR management on one fully connected platform. We have listed the top call center software below to help you choose the best option for your business.
Bitrix24 has one of the best call center software packages out there both in quality and variation. You get far more than just phone lines, with emails, social media management, and live chat bots to communicate with your clients. Furthermore, it links up with a powerful in-built CRM, project management features, and even HR tools.
You can automate replies and many other tasks in your sales workflow to save time — super valuable for small teams. Furthermore, if you’re just starting out, the free version will give you 12 users and 5 GB of storage.
All of the above makes Bitrix24 one of the most complete call center solutions for small businesses.
Talkdesk offers all you’d need from a call center that works both internally and externally. It fits into the category of affordable cloud call center solutions that do the job for small and midsize businesses, with decent call metrics and other analytical tools.
On the downside, some users have reported some data not being correctly saved within the call log history, which can cause confusion in your sales or customer service department.
Talkdesk works very well as call center software for small businesses with a price tag that doesn't induce heart attacks, but it isn't too easy to use with often confusing tech. If you're willing to put up with a few frustrations, Talkdesk is a budget-friendly option.
Aircall is a great addition to any small business, albeit one of the more expensive options. Initially designed for customer service, it can just as easily be used for outgoing phone calls all over the world.
It has a vast range of integrations so you can incorporate it with all kinds of other apps you currently use and it leaves a lot of room for customization to your own company.
Despite its ease of use, it isn’t that varied in its options, and the lack of video possibilities means that although it compares well in terms of calls, it doesn’t do too much more.
As one of the best call center software products on the market, Zoho really delivers. If you’re already on Zoho Desk, you can connect it to all your other apps and combine your phone calls with CRM needs, with descriptions of your issues and much more saved for your whole team to draw on. You also have the option of adding tags to your tickets, categorizing each interaction to help you analyze your performance.
Despite having a great mobile app, customers have taken issue with the lack of desktop version and a few UI issues which can slow work down. Having said that, Zoho is excellent for support with issues and earns its overall reputation.
If you’re looking for a cheap option for your small business, 3CX may be the best call center software for you. They offer an incredibly generous free year before you move onto the paid version.
As you might expect, it doesn’t come with such a colorful array of integrations and features as other products on the list, but if you don’t need them — no problem! 3CX has fewer automations than its competitors meaning it isn’t too great for high-intensity call centers, but if you just need the basics, it’s a safe bet.
Freshworks is one of those cloud call center solutions that is specifically made for small businesses. With no hardware needed, it is nice and easy to get started, and it comes with a nice set of features like call masking, recording, conference calling, and the rest, so you can get a professional set-up for your office.
Unlike some of its competitors, you need to purchase numbers to go international, so think carefully before choosing it based on initial pricing. However, the first tier is free except for call charges which is ideal if you’re expecting low volumes.
Zadarma is a good cloud-based system that small businesses can set up easily with just an internet connection and minimal hardware. One excellent feature is that you can have international virtual offices and toll-free number connection to anywhere in the world.
On the other hand, customer reviews have pointed out that the system isn’t too reliable, with unexplained call failures. In short, Zadarma offers great value for money, but it can cause frustrations with the odd gaps in quality.
With Cloudtalk, you get free inbound calls and unlimited users on all plans, as well as call recording and analytics. It performs in both local markets and multiple different geographies and you can record calls for later analysis.
While it does include an in-built SMS feature, like Aircall, Cloudtalk lacks a video call function which could be problematic looking forward. Similarly, to connect your CRM, you need an integration which leaves open the possibility of lost data.
With our list here, you've got a good idea of what is out there on the market, but every business is different and it's important to think about your situation before getting started.
One of the biggest concerns for small businesses is obviously cost, but in the long run, it is worth stretching the budget to get the right product.
Another key aspect to bear in mind is how your call center solution fits in with your other tools. So now, it's over to you. What is the best call center software for your company?